Sr. Specialist Customer Experience Operations

Job Overview

talabat is seeking a Sr. Specialist Customer Experience Operations to join their team in Dubai, United Arab Emirates. This role involves enhancing and optimizing customer experience processes within the leading on-demand delivery platform in the MENA region, focusing on driving satisfaction and operational efficiency.

Company Overview

talabat is the leading on-demand delivery platform in the Middle East and North Africa (MENA) region, offering customers a convenient and personalized way to order food, groceries, and other convenience products from a wide selection of restaurants and retailers. Founded in Kuwait in 2004, talabat has expanded its operations to the United Arab Emirates, Oman, Qatar, Bahrain, Jordan, Iraq, and Egypt. talabat is headquartered in Dubai, the United Arab Emirates and in December 2024, successfully completed its initial public offering on the Dubai Financial Market (DFM). As a subsidiary of Delivery Hero SE, talabat leverages global expertise to strengthen its market position and drive innovation in the on-demand delivery sector, focusing on expanding its product offerings and increasing market penetration across its operating regions. With a robust network of partners and riders, talabat continues to solidify its leadership in the MENA region’s on-demand delivery market, connecting customers, partners, and riders through its advanced technology platform.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: None / Open to all applicants
• Experience: 5 Year+

Key Responsibilities

• Analyze customer feedback and operational data to identify areas for improvement.
• Develop and implement strategies to enhance the overall customer experience journey.
• Collaborate with product and tech teams to optimize customer-facing tools and processes.
• Monitor key performance indicators (KPIs) related to customer satisfaction and operational efficiency.
• Lead initiatives to improve agent performance and quality in customer service operations.
• Ensure compliance with service standards and company policies across all customer interactions.

Requirements

• Proven experience in customer experience operations or a similar role, preferably in tech or e-commerce.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Excellent communication and interpersonal skills, capable of influencing stakeholders.
• Proficiency in CX tools, CRM systems, and data analysis software.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Commitment to delivering exceptional service and improving customer satisfaction.

Benefits

• Competitive salary and comprehensive benefits package.
• Opportunity to work with a leading on-demand delivery platform in MENA.
• Dynamic and fast-paced work environment with career growth opportunities.
• Contribution to shaping the customer experience for millions of users.
• Access to cutting-edge technology and innovative projects.
• Inclusive company culture and collaborative team environment.